Incident Management

Restore services faster with out-of-box Incident Management workflows

Incidents happen. They always will.
What can you do to mitigate the risks?

We are here to help you restore service as soon as possible, with the minimum impact on your business. Leave the automation to us while your IT personnel focus on their work and solve actual issues.

Incident Management Highlights
Workflow helps automate incident management process

Leave the incident management routine to us

  • Automatically convert emails coming to your support team into incidents and assign them to appropriate IT personnel.
  • Resolve issues faster than ever and save your efforts with automated incident escalation and ticket auto-routing.
  • Never miss any important issue and efficiently handle all incoming incidents with intelligent categorization and prioritization.
  • Automate ticket assignments using smart load balancing based on technicians’ rank, skill, and workload.
  • Save your technicians from typing the same responses again and again—we have baked frequently used texts into snippets. And they can bake their custom snippets, too!
  • Make the process of reporting incidents as simple and convenient as possible with ready-to-use, predefined actions with specialized business logic for different incident types.

Self-Service available. Always.

  • Streamline the incident management workflow by giving your end-users the capability to report incidents electronically.
  • Help employees find answers to their questions with the Knowledge Base.
  • Increase productivity with immediately available self-help, 24/7/365.
  • Save time and sanity of your IT personnel and empower end-users to quickly find ready solutions on their own.
  • Save IT department’s resources for high-priority tasks and offload trivial repeatable requests, such as password reset to self-service.
  • Provide localized self-serve support all over the world in customers’ native language.
Incident Managment Self-Service options
Streamline email support with workflow

Streamline incident management with integrated email support

  • Focus on customers without worrying about unread messages in your inbox.
  • Automatically convert emails from your customers and notifications from hardware and software monitoring tools into incidents.
  • Automate your email support processes that would otherwise consume the majority of the IT department’s time — handle email replies, update incidents, request changes, and log problems in problem management.
  • Automatically notify requesters of every step to a successful incident resolution.
  • Gather feedback and understand customer satisfaction with your support services using automated one-click email surveys.

The flexibility is endless, this product is capable of doing anything you design. It can output to batch files, automate tasks and digitize forms. The only limitation is your imagination.

Mike Gates Photo
Mike Gates Infrastructure Manager, Ibstock PLC
Customer service is an art form of sorts, and Alloy knows the meaning of that. Alloy Software goes above and beyond in support of their product.
Alex Olivia photo
Alex OliviaVice President Makita, USA

It’s been instrumental in the growth and support of our clients. Ease of use, customization and fantastic support – no matter the request – make Alloy invaluable

Stephen Mullens Photo
Stephen Mullens Managing Director, SNC Solutions

The team has outstanding product knowledge and throughout the process they have always provided me with the right answers.

Jon Howson photo
Jon HowsonIT Operations Manager, SA Water

I recommend Alloy Software to all my suppliers and clients and feel this is well suited to many companies no matter how large of small.

Graham Hilton
Graham HiltonManaging Director, Rivertech Limited

Stay connected with mobile incident management

Accelerate response and resolution with the Alloy ITSM Platform on iOS and Android.

  • Keep your technicians connected to the service desk anywhere, anytime using our native mobile app.
  • Manage real-time mobile-first incident response anywhere.
  • Equip your IT engineers with the tools to communicate with customers and colleagues from their mobile phone or tablet and resolve user requests faster than ever.
  • Keep your team up-to-date with real-time push notifications and single-click navigation to related incident tickets and work orders.
Stay always connected
Ready-to-Use, Customizable Workflow 

Ready-to-use, customizable incident management workflow

The key to a successful incident management is establishing a solid process.

  • Leverage our robust, ready-to-use ITSM workflow pack that contains all the necessary components for effective incident management.
  • Easily apply ITIL principles and industry best practices to mitigate service disruptions and restore IT services faster.
  • Stay on track with your service quality targets with automated incident prioritization as your SLAs require.
  • Use out of the box or tailor to your need our pre-configured ticket automation and escalation  processes, with just a pair of clicks.
  • Ensure control over processes with seamless Problem Management and Change Management integration.

Keep all tools handy

  • Launch your favorite tools directly from incident tickets using a wide arsenal of ready-to-use integrations. Ping affected computers, open a Remote Desktop session, search the Microsoft Knowledge Base, reset a user’s password — these and other quick ready-made solutions are available at just a single click.
  • Enrich your incident management process. Integrate our native self-service portal with your favorite chat solution.  Automatically create incidents from chat session transcripts.
  • Do you use Microsoft Teams, Slack, or another tool for collaboration? Connect it to our solution and immediately notify your service support team members when a new incident is submitted, a problem is escalated, or any other important event occurs.
External tools directly from incident tickets

Stay on top of things with incident management

Image illustrated monitoring of the incident management activities

Monitor all service support activities and stay on top of incidents in real-time using our smart Incident Management dashboards and charts

Image of incident management KPI

Track your incident management success with pre-packaged key performance indicators (KPIs) reports

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Get alerted on incidents that cause SLA violations so you can act immediately and prevent issues that are costly to fix

Give your IT team the best ITSM solution

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